Senior Service Desk Lead - Remote Windows & macOS

Business Wire; San Francisco (CA); On-site; USD 85,000 - 91,000; Full time

Benefits offered by this job

Remote work option

Excellent health benefits

401(k) plan with company match

Tuition reimbursement

Job summary

Business Wire in San Francisco is seeking a Senior Service Desk Technician to lead complex incidents and mentor junior staff, delivering high-quality end-user support for Windows and macOS. You will collaborate with Technology teams, optimize processes, and drive improvement across the Service Desk while maintaining security and service standards.

The role offers remote work options, comprehensive benefits, 401(k) matching, and opportunities to shape IT service delivery within a global leader of

Qualifications

• 5+ years in a Service Desk/Help Desk role.
• Strong knowledge of Windows 10/11 and macOS support.
• Experience with Microsoft 365 cloud services (Exchange Online, Entra ID, Intune).
• Proficiency with endpoint management tools (Jamf and Intune).
• Experience with ITSM platforms (ServiceNow, Jira).
• Understanding of ITIL, Incident and Problem Management.

Responsibilities

• Lead and assist Service Desk Technicians in supporting internal employees and external clients.
• Serve as senior escalation point for complex or unresolved incidents.
• Participate in on-call rotations, including after-hours escalations.
• Lead or contribute to Service Desk projects to improve roles, responsibilities, and service delivery.
• Collaborate with Technology teams using industry best practices.
• Provide advanced troubleshooting for Windows 10/11 and macOS devices.
• Support a wide range of applications, hardware, peripherals, and connectivity issues.
• Administer Intune and Jamf for device compliance throughout their lifecycle.
• Support identity platforms such as Okta, including MFA and provisioning workflows.

Skills

Windows 10/11 support

macOS support

Microsoft 365

Intune

Jamf

ITIL Incident/Problem

PowerShell/Bash scripting

Vendor coordination

Tools

ServiceNow

Jira

Job description

Business Wire in San Francisco is seeking a Senior Service Desk Technician to lead complex incidents and mentor junior staff, delivering high-quality end-user support for Windows and macOS. You will collaborate with Technology teams, optimize processes, and drive improvement across the Service Desk while maintaining security and service standards.

The role offers remote work options, comprehensive benefits, 401(k) matching, and opportunities to shape IT service delivery within a global leader of